Customer is king no matter what industry you are in; however, the service delivery can differ greatly.
A CRM strategy for an automotive acquisition campaign, for example, will respond to a different logic, following different steps than a CRM strategy tailored to support after sales for IT solutions.
It is thus vital that a CRM application provides the relevant modules to suit the similar, yet different needs of customers.
"In Sage SalesLogix version 7, we have responded to this business reality by including two special modules tailored to customer service and support CRM strategies," says Ashley Ellington, managing director, Softline Enterprise.
The customer service module is particularly suited to the purposes of organisations such as banking, telecommunications, insurance and government dealing with ongoing client relationships.
It combines ticket and contract management with SpeedSearch, which allows operators to retrieve information about the customer as well as about services and products in real-time. This kind of CRM response enables a company to offer quick and efficient customer service.
The module also includes a Web customer portal to allow customers look for information by themselves, if and when they prefer to do so.
"Self-service will become a critical component of CRM, which is why the customer portal is so important," says Ellington.
For ease of use, Sage SalesLogix CRM Customer Service also features advanced Outlook integration, lookups and groups, activities and communications, reporting, notifications and alert, back office integration, configuration and workflow.
Sage SalesLogix CRM Support is tailored for businesses providing products such as professional tools, white goods or IT where clients need after sales support.
It combines ticket and contract management with defect tracking and standard problem resolution functionalities. This helps with details such as severity, priority, status or source and to monitor time spent on each issue. Standard problem resolution allows the operator to access a database of frequently recurring issue solutions to speed up the resolution process.
Sage SalesLogix CRM Support also features speed search, returns, calendar and activity management, asset management, sales and support integration, reporting, lookups and groups, notifications and alerts, Web customer portals.
Contact Softline Enterprise on (011) 290 2900 or visit www.softlineenterprise.co.za for more information.
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Softline Enterprise is a leading supplier of enterprise resource planning (ERP) solutions, delivering performance and Web capability that is essential for success in today's competitive business environment. Addressing finance, construction, distribution, manufacturing, services, retail requirements, CRM and e-business, the product offering also supports and consolidates activity across expanding business needs. Available on a wide range of operating systems and compatible with a host of industry leading databases, it gives mid-range and larger organisations the reliability and scalability required to keep ahead of competitors.
Softline Enterprise products are supported through a network of accredited partners, which bring together the individual product and service components to deliver a complete and tailored solution.
Softline Enterprise products include:
Sage 1000 - a new, single business management software application designed to span operations across mid-sized businesses, integrating front office CRM and back office ERP systems. By sharing information between functional areas, businesses can enjoy greater efficiency, experience fewer errors from re-keying of data, and increase service levels by making it easier to give accurate, timely information from across the business to customers.
Sage Line 500 - offering all the advantages of a traditional ERP solution, Sage Line 500 provides tight financial control with full visibility of costs and powerful reporting tools. In addition, it includes an evaluation of market trends to assist customers to make informed strategic decisions. The product also manages cash flow through close budget control and efficient purchase requisitioning and supports international business with multi-language, multi-currency, multi-company features. It includes vertical solutions such as manufacturing, construction and retail.
Sage SalesLogix - an affordable, fully scaleable and powerful CRM solution that is easily customised for medium-sized and divisions of large corporate businesses. Sage SalesLogix is designed to integrate seamlessly with other business software and back office applications, providing businesses with a holistic view of each customer.
Softline
Softline is a leading provider of accounting, payroll and CRM software solutions to small, medium and large companies. Founded in 1988 by Ivan Epstein, Alan Osrin and Steven Cohen, Softline was established during the formative years of the software industry and listed on the JSE Securities Exchange South Africa in February 1997. Softline expanded to establish a strong position within its area of focus in South Africa and Australia.
Focused on the development of accounting, payroll and CRM software solutions, Softline has a 17-year track record as a market leader. The group has a broad range of products offering users a variety of software solutions to run their businesses efficiently. Softline's leading brands include Softline Accpac, Softline Enterprise, Softline Pastel (Accounting and Payroll) and Softline VIP. The combination of the group's product offerings, provide Softline customers with comprehensive, well-branded accounting, payroll and CRM software solutions.
In November 2003, Softline was acquired by Sage Group plc, a FTSE 100 company. The software group includes market-leading businesses throughout the United Kingdom, Europe, North America, South Africa and Australia, supplying business software to the small, medium and large business community.
Softline has a solid track record of profitability and cash generation. The group delivers quality accounting, payroll and CRM software solutions that improve the efficiencies of businesses around the world.
Sage
The Sage Group plc is a leading supplier of accounting and business management software solutions and related services for small, medium and large enterprises. It comprises market-leading businesses throughout Europe, United Kingdom, North America, South Africa and Australia. The Sage group plc has over five million small and mid-sized customers in 17 countries and 10 500 staff.
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